Guest Relations Representative

Job Overview

The Guest Relations Representative supports several of Darden’s polished casual and fine dining brands - serving as a Guest recovery liaison across traditional and digital feedback channels including phone, email, social media, and review platforms. This role blends hospitality instincts with modern service capabilities, using insight, judgment, and evolving systems and technologies to assess Guest sentiment and resolve concerns with care and consistency.

Leveraging subject matter expertise on multiple brands, which may include Bahama Breeze, Eddie V’s Prime Seafood, Seasons 52, The Capital Burger, The Capital Grille, and Yard House, the Representative evaluates Guest communications, determines appropriate next steps, and engages directly with Guests who request contact. The role requires comfort navigating advanced platforms, synthesizing information from multiple sources, and collaborating with restaurant leaders and internal partners to deliver thoughtful recovery and reconnect Guests with their local restaurants.

Please note: the first 3 months of this role are on-site Monday-Friday at Darden’s Home Office in Orlando, FL to accommodate the required training process. After the training has been completed, there is the opportunity to work remotely up to two days a week. Rotational weekend work, which is scheduled in advance - and usually equates to one weekend a month - is also expected.

Roles And Responsibilities

Provides Guest Recovery Services:

• Evaluates Guest situations using sound judgment, active listening, and available digital insights to determine effective and appropriate resolutions.
• Crafts thoughtful written responses that align with brand voice, company principles, and Guest needs while adapting tone for different digital channels.
• Proactively engages Guests by phone or electronic communication to gather clarity, resolve concerns, and restore trust.
• Reinforces Darden and brand philosophy across a wide range of topics including policies, service expectations, and operational realities.
• Advises Operations Leaders such as Restaurant Managers, Managing Partners, and Directors of Operations on recovery recommendations supported by patterns, context, and Guest insight.
• Ensures accurate, timely, and consistent documentation within Guest response and case management systems.
• Monitors and evaluates contact trends to surface insights that inform brand, operational, or process improvements.
• Leads or supports special responsibilities as assigned such as fulfillment processes, system enhancements, pilot initiatives, or workflow improvements.
  
  

Serves As a Guest Recovery Subject Matter Expert

• Develops deep knowledge of multiple Darden brands to deliver nuanced, effective, and on brand Guest resolutions.
• Ensures Guest responses across channels are consistent with brand strategy, voice, and evolving standards for public engagement.
• Identifies recurring themes and emerging patterns across Guest feedback to support proactive communication and continuous improvement.
• Personalizes responses using contextual details and Guest history while maintaining efficiency and consistency.
• Communicates updates to operational procedures, policies, tools, or Guest engagement practices to team members as platforms and processes evolve.
  
  

Required Technical Skills

• 3 years of experience with substantial contact with the public involving conflict resolution and problem-solving.
• Experience engaging with Guests or customers across multiple feedback channels including social platforms and review sites.
• Outstanding written communication skills with the ability to adapt tone, clarity, and structure across modern digital channels while maintaining excellent grammar and spelling.
• Strong verbal communication skills with the ability to establish confidence and trust through phone-based conversations.
• Ability to synthesize information from multiple systems, messages, or data points to form clear and thoughtful responses.
• Comfort using computers and digital tools including proficiency in Microsoft Word and Outlook.
• Willingness and ability to learn and effectively use Guest response platforms such as Emplifi Agent, along with evolving internal tools and technologies.
  
  

Required Education

• High School diploma or equivalent required.
  
  

Other Key Qualifications

• Professional presence with strong conflict resolution, curiosity, and sound judgment.
• Excellent organizational skills with the ability to prioritize, pivot, and manage multiple concurrent Guest situations.
• Ability to collaborate effectively with diverse teams and leaders across all levels of the organization.
• A genuine “Being of Service” mindset grounded in empathy, accountability, and continuous improvement.
• Willingness and flexibility to work evenings, weekends, and overtime as needed to support Guest volume and operational needs.
  
  

Preferred Skills And Experience

• Proficiency with Microsoft Excel and PowerPoint.
• College coursework is preferred.
• Restaurant operations experience, ideally within full-service casual or fine dining, or equivalent operational knowledge gained through a support or corporate role.
• Demonstrated comfort adapting to new systems, workflows, or digital tools that enhance service delivery and efficiency.